Service Center Methodology

Since 2003 InTelegy Corporation has focused significant effort on working with the Health and Human Service Agencies of California counties to re-engineer the way they provide services to their welfare program clients.  With an emphasis on Medi-Cal and Food Stamp programs, InTelegy has designed and built nine (9) Medi-Cal and Food Stamp call centers and will implement additional service centers in the near future.  Our unique experience, unmatched by any other consulting firm–whether call center or government focused–allows us to offer these benefits to our clients:

• Ability to leverage InTelegy’s core competencies in call center services and significant experience with Medi-Cal and Food Stamp call center development
• Painful learning curves and costly mistakes by-passed, utilizing InTelegy-proven operations methodology
• Speed of implementation, leveraged by InTelegy’s resources and experience, to meet aggressive deadlines

The design and build process for a county service center follows the same successful model as our general customer service methodology. This proven InTelegy methodology is then customized to the unique requirements of each specific Health and Human Service Agency.

Comprehensive Strategy

Phase I — Strategy and Plan
The strategy and plan phase will document the key components of a call center strategy, but will also detail requirements related to providing client service in a county environment.  Some examples of these specific needs include:

• Revised case load structure and process to change from the case to eligibility staff relationship to a banked caseload environment
• Workload and call volume forecasts in a service center environment
• Benchmarks from over 9 county Health and Human Service Agency service center organizations
• Program specific workflows to standardize the key processes for providing client service to Medi-Cal and Food Stamp clients (RRR,QR7,etc.), modified to work in a distributed workload model
• Operations objectives and measurements, including client satisfaction, employee satisfaction and key performance indicators (KPI) that provide a positive and empowering environment for the eligibility staff’s continued success
• Quality assurance expectations and processes that incorporate performance standards with continued case and call review methodology
• State of the art call center and task distribution technology incorporated with document imaging technology

Efficient and Responsive Infrastructure

Phase II — Implementation
The key to success in the implementation phase of a county service center build is the unique collaborative process that InTelegy has developed with our client partners.  We will develop a project team made up of county subject matter experts, line staff and InTelegy’s call center, Medi-Cal and Food Stamp experts.  This collaboration comes to life in a committee structure that builds success from a master project plan.

The detail of changing how you serve your clients in a service center model focuses on three key areas.  These are:

People
Transitioning skilled eligibility staff to approach client service in a new, more client friendly way, will require attention to training needs, identification of the best unit structure and modification of roles and responsibilities.  Obtaining and incorporating staff input is a vital component for success.

Process
Combining program specific processes with more efficient and proactive service center processes ensure that everyone wins–the clients and the employees.  Standardizing on best practices obtained from the lessons learned from other counties is a key component of InTelegy’s service center build.

Technology
The technology needs of the county service center are clear, and InTelegy works with county staff to identify business requirements, recruit and then review vendor proposals, identify budget options including state approval, and then ultimately implement and customize a plan specific to the county service center.  These technologies will include:

• Automatic Call Distribution (ACD) and Integrated Voice Response (IVR/VRU)
• Document Imaging
• Task Distribution and Tracking
• Real-Time Queue Management and Reporting
• Call and Data Review
• Workforce Management (WFM)

Optimized Performance

Phase III — Ongoing Operations Management Support
Thorough planning and development of this strategy is critical: the project is only as successful as the execution and on-going management. That is why InTelegy is not a traditional consulting company–we are there in the end, ensuring your success on all initiatives, helping your management team develop and celebrating as you achieve your goals. Ongoing operations support will include:

• Transfer of knowledge to your management team
• Assistance in preparing and analyzing the call center reports
• Analyzing the trends in data
• Coaching supervisors and representatives on using the processes effectively

To explore our services in greater detail or to schedule a free assessment, complete the email form or call us at 1.877.GR8 CALL.